SRE Shift Supervisor

| Greater Denver Area | Hybrid
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Site Reliability Engineering (SRE) Shift Supervisor


Job Type:
Full-Tme
Location:
Denver, CO
Department:
SRE NOC

The RingCentral environment is dynamic, success-driven, team-oriented and committed to providing world class service for its customers. Do you have the ability to thrive in a fast-paced environment? We are looking for candidates with an entrepreneurial spark!

We're not a phone company; we're a cloud business-solutions provider. We've thrown out the old PBX along with its rigid rules and eliminated the complexity and unnecessary expense of managing business communications the old way.

RingCentral's Infrastructure Operations team is responsible for monitoring, maintaining and upgrading the backend infrastructure on which we deliver our cloud-based unified communications services to customers all over the world. RingCentral Cloud Operations is engineered for 99.999% uptime with domestic and international geo-redundant data centers. As a RingCentral Systems Engineer, you will be responsible for designing, deploying, maintaining and supporting the x86 virtualization environment including the underlying servers and storage systems at RingCentral.

RingCentral is a leading Unified Communications as a Service (UCaaS) provider, offering an innovating suite of telephony, contact center, video conferencing, and collaboration products for enterprise, mid-size companies, and small businesses.

 Summary:

Responsible for the coaching, mentoring and management of employees on assigned shift for the Network Operations Center (NOC) at RingCentral. The Shift NOC Manager should be a strong leader, have excellent communication skills, ability to problem solve and experience in all aspects of managing personnel. In addition, they should be technically able to help employees manage priorities in our daily activities when it comes to monitoring the health of our cloud based systems.

 Essential Duties and Responsibilities:

  • Understanding of HR protocols in regard to time off, evaluations, performance and more.
  • Performs duties associated the role, ensures that assigned shift personnel are in alignment with processes and able to perform duties.
  • Proactively manages the activities of Network Operations staff and utilizes performance based metrics and accountability.
  • Trains on guidelines for repair activities of network elements and establishes guidelines for quality of work standards.
  • Oversees incidents with a sense of urgency while following standard operating procedures.
  • Assist staff with troubleshooting and resolving common and escalated issues.
  • Ensures proper notification and communication is established and maintained.
  • Ensures proper documentation is completed in a thorough and accurate manner.
  • Proactively meets with customers, ensuring high levels of customer satisfaction.
  • Ability to communicate effectively with Partners and Vendors.
  •  Competencies:

  • Ability to communicate effectively to teams.
  • Ability to listen to team feedback and prioritize efforts within the shift or, escalate to managers for suggestions.
  • Excellent collaboration skills.
  • Ability to think strategically and act tactically.
  • Excellent written and verbal communication skills. The ability to effectively and professionally communicate with internal staff at all levels in the organizations and with external stakeholders.
  • Works with a sense of urgency in high pressure environment and demonstrates the ability to effectively respond to issues during emergency situations.
  • Technical capacity and the ability to troubleshoot, triage and resolve problems related to hardware, software or protocol issues.
  • Demonstrates the ability to adapt quickly to changing priorities, circumstances and direction.

  • Education and Experience:

  • Bachelor's degree.
  • Technical certificates a plus.
  • Minimum of 3 year direct supervisory in NOC experience required.
  • 5+ years' experience working in a mission-critical, 24x7 Network Operations Center environment in the telecommunications or SaaS industry.
  •  Supervisory Responsibility:

    This position directly supervises Network Operations employees. Carries out supervisory responsibilities in accordance with the organization's policies. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


    Position Type/Expected Hours of Work:

    This is a full-time position. Must be able to work in a 24X7 shift environment with the flexibility to work diverse schedules, including weekends, holiday and provide "on call support".


    About RingCentral

    RingCentral, Inc. (NYSE: RNG) is a global provider of cloud unified communications and collaboration solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral empowers today's mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax. RingCentral provides an open platform that integrates with today's leading business apps while giving customers the flexibility to customize their own workflows. RingCentral is a leader in the 2016 Gartner Magic Quadrant for Unified Communications as a Service Worldwide for the second consecutive year. RingCentral is headquartered in Belmont, Calif. 


    RingCentral is an EEO/AA employer.

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    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
    • People Operations
      • C++Languages
      • CSSLanguages
      • JavaLanguages
      • JavascriptLanguages
      • Objective-CLanguages
      • PerlLanguages
      • PythonLanguages
      • Salesforce ApexLanguages
      • SqlLanguages
      • SwiftLanguages
      • MongoDBLanguages
      • jQueryLibraries
      • ReactLibraries
      • ReduxLibraries
      • AngularFrameworks
      • Angular.JSFrameworks
      • DockerFrameworks
      • HadoopFrameworks
      • KafkaFrameworks
      • KubernetesFrameworks
      • Node.jsFrameworks
      • SpringFrameworks
      • TensorFlowFrameworks
      • ReactFrameworks
      • AWS RedshiftDatabases
      • ElasticsearchDatabases
      • MySQLDatabases
      • NoSQLDatabases
      • OracleDatabases
      • RedisDatabases
      • SnowflakeDatabases
      • SQLiteDatabases
      • AWS (Amazon Web Services)Services
      • GitHubServices
      • GitLabServices
      • Google CloudServices
      • New RelicServices
      • Google AnalyticsAnalytics
      • MixpanelAnalytics
      • TableauAnalytics
      • CanvaDesign
      • FigmaDesign
      • PhotoshopDesign
      • AsanaManagement
      • ConfluenceManagement
      • Google DriveManagement
      • Google DocsManagement
      • Google SlidesManagement
      • JIRAManagement
      • TrelloManagement
      • WrikeManagement
      • HootsuiteCMS
      • MedalliaCMS
      • DocuSignCRM
      • LinkedIn SalesNavigatorCRM
      • SalesforceCRM
      • Salesforce CPQCRM
      • Constant ContactEmail
      • MailChimpEmail
      • MarketoLead Gen
      • ZoomInfoLead Gen
      • RingCentral MVPCollaboration
      • AsanaProject Management
      • WorkdayProject Management

    Location

    We are located in the Denver Tech Center.

    An Insider's view of RingCentral

    What are some social events your company does?

    Outside of holiday festivities, the biggest program is RingCentral Spirit Week in October. Events are planned for everyday of the week and include interactive webinars, global relay runs, philanthropic giving as well as plain ol' fashion fun. We always has a lot of pride, but this week in particular the orange and blue really shine through!

    Allyson

    Employee Programs, Manager

    What projects are you most excited about?

    The diversity initiatives I'm most excited about is a values-based interview for prospective folks. Enabling diverse candidates means having diverse interview panels that reflect the company. These will help candidates and hiring managers ensure that there's a values alignment, which is much more prudent than a "culture fit."

    Jedd

    Diversity Associate

    What’s the vibe like in the office?

    Working on my team is really fun! It’s very supportive, we help each other out as much as possible. I was able to work on something, have it built, and use it every day - that’s what I like about it here.

    Berto

    UX/UI Designer

    What are RingCentral Perks + Benefits

    RingCentral Benefits Overview

    Say hello to possibilities.

    RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now. We know our employees power our success and truly value putting our employees' health, wellness and opportunity, first. We value and foster career development, providing leadership training, education, workshops, and coaching for all employees. In addition, we offer flexible PTO and wide range of wellness programs to keep our employees well balanced and refreshed.

    Along with our employee stock purchase plans (ESPP) and stock options, RingCentral offers competing health, vision, dental, disability, life and pet benefits to keep you (and your fur friends) at your best! Our employees also receive access to Rethink - a global benefit providing tools and resources specializing in care for children with learning, social or behavioral challenges. We champion all of our working parents and families with paid parental leave and new parent gift bags.

    - Comprehensive medical, dental, vision, disability, life insurance
    - Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter Benefits
    - 401K match and ESPP
    - Flexible PTO
    - Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
    - Paid parental leave and new parent gift boxes
    - Pet insurance
    - Employee Assistance Program (EAP) with counseling sessions available 24/7
    - Rocket Lawyer services that provide legal advice, document creation and estate planning
    - Employee bonus referral program

    Culture
    Volunteer in local community
    Through our CSR program, RCause, we take pride in our commitment to inclusivity, sustainability, and giving back to our communities. We offer employee matching and Volunteer Time Off.
    Partners with nonprofits
    At RingCentral, we partner with nonprofits that drive impact towards environmental sustainability, social impact and responsible governance.
    Open door policy
    OKR operational model
    Team based strategic planning
    Pair programming
    Open office floor plan
    Flexible work schedule
    We're changing the way the world, works. We offer a flexible work schedule in a hybrid and work from anywhere environment.
    Remote work program
    RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.
    Diversity
    Documented equal pay policy
    Dedicated diversity and inclusion staff
    Highly diverse management team
    In purposeful collaboration with our hiring team, our DEI leaders focus on creating a diverse, unique and inclusive environment that reflect across our employee base and management team.
    Mandated unconscious bias training
    Our dedicated Learning & Development initiatives include Unconscious Bias AND Diversity & Inclusion training which are core to our mission in fostering, educating, and building our inclusive workforce
    Diversity manifesto
    Mean gender pay gap below 10%
    Diversity employee resource groups
    From Black Lives Matter, Women leaders, Pride, Hispanic heritage, Pan-Asian Network & more, these employee-led ERG’s are a unique part of our culture that we take pride in supporting and growing.
    Hiring practices that promote diversity
    Our active hiring practices don’t discriminate on the basis of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital or veteran status.
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    RingCentral employees can contribute up to $5000 annually for Dependent Care FSA and up to $2750 for Health Care FSA.
    Disability insurance
    Dental insurance
    Vision insurance
    Health insurance
    Life insurance
    Pet insurance
    Our pet insurance policy can cover up to 50% of out of pocket expenses.
    Wellness programs
    Our wellness programs include fitness and yoga classes, meditation and nutrition sessions and more, to keep all our employees feeling their best!
    Team workouts
    Take a break during the day to do your mind and body some good! RingCentral wellness programs offer virtual fitness classes like yoga, zumba & bootcamp. We also host an annual, global relay!
    Mental health benefits
    Our employees have access to 1:1 wellness coaching, Headspace, TaskHuman along with Listening & Healing sessions with other employees to foster a culture of understanding, belonging and inclusion.
    Financial & Retirement
    401(K)
    401(K) matching
    RingCentral makes a matching contribution of 50% of your first 6% deferred.
    Company equity
    RingCentral offers stock options as a benefit that vest on a quarterly basis.
    Employee stock purchase plan
    All FTE receive access to purchase company shares at a discounted price.
    Performance bonus
    Charitable contribution matching
    We offer employee matching for charitable donations and through our Dollars for Doers program, RCause will donate $10/hr on behalf of any employee volunteering at the nonprofit of their choice.
    Child Care & Parental Leave Benefits
    Childcare benefits
    We've added Carrot - Inclusive fertility benefit that supports many paths to parenthood.
    Generous parental leave
    Return-to-work program post parental leave
    Company sponsored family events
    RingCentral sponsors family oriented events and activities.
    Vacation & Time Off Benefits
    Generous PTO
    Paid volunteer time
    Paid holidays
    Paid sick days
    Office Perks
    Commuter benefits
    Company-sponsored outings
    Free daily meals
    Free snacks and drinks
    Some meals provided
    Company-sponsored happy hours
    Onsite office parking
    Pet friendly
    Fitness stipend
    Home-office stipend for remote employees
    Onsite gym
    Professional Development Benefits
    Job training & conferences
    RingCentral offers employees professional development opportunities.
    Lunch and learns
    Promote from within
    Mentorship program
    Our "SaaSy" women leadership ERG offers mentor and mentee programs for our employees to learn from each other, share lessons, experiences and foster new and inspiring work relationships at RingCentral
    Online course subscriptions available

    Additional Perks + Benefits

    We care about taking care of our employees and offering them top tier perks and benefits to fit all of their needs -
    offering a wide variety of perks that fit our pillars of wellness: physical, intellectual, emotional, social and financial

    What makes our perks special is that they are constantly evolving and adapting to our growing teams - highlighting and celebrating what makes us unique.

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